Front Office Manager

The Front Office Manager is responsible for overseeing all front desk and guest service operations to ensure an exceptional guest experience from arrival through departure. This role leads the Front Office team, maintains operational efficiency, ensures compliance with hotel standards and policies, and supports overall hotel performance through strong leadership, communication, and service excellence.

Essential Responsibilities

• Manage daily operations of the Front Desk, Guest Services, and Night Audit teams.
• Ensure all guests receive professional, friendly, and efficient service throughout their stay.
• Supervise, train, coach, and develop front office associates and supervisors.
• Create staff schedules and manage departmental labor needs.
• Handle guest concerns, complaints, and service recovery in a timely and professional manner.
• Monitor room inventory, arrivals, departures, and occupancy to maximize revenue opportunities.
• Ensure compliance with hotel policies, brand standards, and safety procedures.
• Conduct daily shift briefings and communicate operational updates with hotel leadership.
• Oversee cash handling, billing accuracy, audits, and financial reporting processes.
• Coordinate closely with Housekeeping, Maintenance, Sales, and other departments to ensure seamless hotel operations.
• Assist with hiring, onboarding, performance evaluations, and disciplinary actions as needed.
• Maintain cleanliness, organization, and presentation standards within the lobby and front office areas.
• Support special projects and additional operational duties as assigned by hotel leadership.

Qualifications

• Minimum of 2–3 years of hotel front office supervisory or management experience preferred.
• Strong leadership, problem-solving, and organizational skills.
• Excellent verbal and written communication abilities.
• Experience with hotel property management systems (PMS) preferred.
• Proficiency in Microsoft Office programs.
• Ability to multitask and remain calm in a fast-paced hospitality environment.
• Flexible schedule availability including nights, weekends, and holidays.
• Strong guest service mindset with attention to detail and professionalism.

Preferred Skills

• Knowledge of hotel revenue management and room inventory controls.
• Experience training and developing teams.
• Ability to lead by example and maintain high service standards.
• Strong conflict resolution and employee relations skills.

Physical Requirements

• Ability to stand and walk for extended periods of time.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in a fast-paced hotel environment.

Benefits

• Competitive salary
• Health, dental, and vision insurance
• Paid time off
• Hotel travel discounts
• Career growth opportunities
• 401(k) options